What are the responsibilities and job description for the Reverse Logistics and Repair Operations Manager position at Framework?
Reverse Logistics and Repair Operations Manager
This range is provided by Framework. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
93,000.00 / yr - $120,000.00 / yr
Who We Are
Find out if this opportunity is a good fit by reading all of the information that follows below.
At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.
We've started with two award-winning products, the Framework Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and multiple Wirecutter reviews (including a recommendation among the best Windows Ultrabooks of 2024), along with making TIME's Best Inventions lists in 2021 and 2023. As a company, we were #35 on Fast Company's Most Innovative Companies of 2022.
We come from successful consumer electronics startups including the founding team of Oculus, and have closed multiple rounds of funding to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we're in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!
We are looking for a Reverse Logistics & Repair Operations Manager, you'll oversee product returns, develop reverse logistics policies, and manage operations partners and repair centers. You'll need strong analytical skills and knowledge of reverse logistics in a consumer hardware company. If you have the motivation and drive to implement operational and systematic procedures within this area of the business, you’ll love working with us.
This role is a full-time position based anywhere in the US.
What You'll Do
- Own and manage the relationships with Framework’s returns / repair partners in the US, Europe, Australia, and Taiwan
- Act as the escalation point for BPO Customer Support Representatives specializing in RMA
- Build training materials and coach BPO Customer Support Representatives on new flows and processes
- Maintain and improve upon feedback loops to report product issues and help determine root causes with the engineering and operations teams
- Work closely with our repair center on RMAs, debugging, and providing guidance on refurbishing products & inventory management
- Provide backup as needed for non-technical areas of support like ordering and shipping issues, return processing, and general customer questions
What You Need
What's Nice To Have
What You'll Love
Equal Opportunity
We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.
We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to accommodations@frame.work.
The base salary range for this position may vary depending on various factors such as professional background, work experience, work location, market demand, etc. In certain circumstances, the final offer may vary from the amounts shown in this job description.Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Software Development
J-18808-Ljbffr
Salary : $93,000 - $120,000
